Purewater Total Home Leisure

My wife and I visit Purewater to learn about hot tubs. Chris was very knowledgeable and happily answered a thousand or so questions we had. We were so impressed we bought an Artesian South Seas spa from Chris that day. Emily coordinated our installation and provided cheerful and professional customer support. The installation team was very professional and performed a seamless install under challenging weather conditions. The tub has performed perfectly since delivery. I have made several visits to Purewater since and received very helpful feedback from Andrew regarding Water chemistry etc. Our experience with Purewater has been excellent and I have recommended them to several friends and neighbours.

Great service, they always replied to my emails and questions
Very fast and nice service
Worked with me to get to my place on time I needed!
Would definitely recommend

From purchase, to delivery and installation, everything was amazing!
Everyone has ben very friendly and walked us through every step of our purchase process and gave us a thorough overview of care instructions once it was delivered!
The pool table is bringing us hours of fun family time!
A great big thank you to the entire team at Purewater from the Price family!
You guys are truly the best!!

Very thankful for Seth! He spent the time we needed with us, was extremely knowledgable, and helped us select the exact hot tub we wanted/needed. Our installation was seamless and we can't thank Catherine enough. She coordinated it all and had it completed the day before the white stuff started to fall!! How's that for timing? Awesome! Will post photos when the snow is gone. Until then, we'll be in our hot tub with our toques on.

This business does not respond to customer calls or emails.

They improperly installed a liner with many wrinkles including ones that looks to be over 2-3 feet long!

They had me refill and reheat the pool at my own extreme expense. They could not correct the problem and are now trying to defer fixing it until next June!

This has been a horrible customer experience for an almost $5000 purchase in addition the the post install costs.

Stay clear and use a better business.

Update: they came back and install the new cover for me. The service was great!

I had a not-so-great experience dealing with Purewater Total Home Leisure in the beginning.
I ordered that winter safety cover from the company last year and it wasn't ready at the time they estimated. We ended up needing to wait until Nov to have the pool closed. Waste lots of time cleaning the pool which was too cold to swim in and waste lots of money buying chemicals to clean it. Just because the winter cover didn't arrive on time. I understand Covid took a part in it, supply chains were affected, However, the communication with the company wasn't pleasant. They delay the pool safety measure date without a reason. Very hard to reach the service department. That wasn't the whole story. When the winter safety cover finally arrived. The size of it wasn't right. They came to measure it before they made it. No apology whatsoever. They ended up need to drill holes around our pool in order to use that wrong size cover.

Then, Purewater took the wrong size cover back for resizing in June when I hired them to open the pool. And promised the cover will be ready for winter pool closing time. They called me At the beginning of Aug selling their pool closing service, but they didn't even know my winter cover wasn't returned to us yet. The communication between their sale department and the service department was poor.

On the same day, I emailed the service department right away asking if the winter cover is back in the store yet, and if not, would it arrive on time for my scheduled pool closing date which would be a month later at the beginning of Sept.

The Service department replied two days later saying it was sent to repair for a long time so it should have plenty of time for closing. But it was out of their hand because they don't do the repair themselves. They promised to give me an update when they hear back from the supplier. However, they never give me any update unless I emailed and ask them. And the reply was very simple. Just one sentence, saying not yet, will wait and let me know.

When the scheduled pool was just 7 days away. I received an email from their service department telling me to prepare the closing. However, When I emailed to ask if my winter cover is ready yet. still no solid answer. The reply was they will monitor the situation. I didn't know what to do, I didn't even know if I should lower the water level the night before to prepare for the closing or not. I called and left messages on the phone, I sent emails to the service department. No one gets back to me,

Finally, I reached the owner of the store. She told me the delay was due to covid related supply chain problem. She educated me that their service wasn't about life and death so they are not the priority to get supplies from the supplier! I told her my frustration and all I wanted was to know the status of my winter safety cover. I asked why no one in their company called the supplier to ask if it can arrive on time. She said she is not responsible for my feeling and she will have the service department head call me back, that's all she can do for me.

Update: the owner called me back, she said she finally called the supplier and learned that my winter safety is still sitting there to wait for resizing. She apologized and said she will waive my pool closing fee this time and will make a new cover for me. I will update my review again if these promises are really fulfilled.

If someone, anyone in this company will make a phone call to the supplier to inquire about the status of my winter cover, a lot of problems won't happen.

Updates:

I am very happy that I have the new winter cover installed before the snow!

Thank you very happy with Purewater now!

We were referred to Purewater to purchase our hot tub. Not the closest location from our place but based on recommendation we chose Purewater. What a great choix we made. The sale person (Kevin) was great. The coordination (Sarah) even with some delays because of the pandemic was also fast to advise us and follow up with us. Finally we received ou spa last week and the delivery team was great and very entertaining (Stef and his crew) were professional and on point. Stef knew exactly was to suggest for placing the tub. All in all Purewater surpassed your expectations!

We bought a new pool liner from Purewater this summer. We started the process in March with a deposit and picking the date (we went for early-September to avoid down-time in peak-season) followed by choosing the liner.

We are so happy with the new liner. It looks marvelous.

Theresa (Service Manager) was great from the beginning of the process to the end, explained the process very well, was very patient with my requests for information, as well as good-natured as I made a couple of flip-flops on my decisions. (Thank you Theresa).

Liner removal and infrastructure inspection, including pressure-testing the lines came first, followed by a second crew restoring the infrastructure and installing the liner a couple of days later. Both crews did very good work and their attention to detail was superb.

Wow ! What a wonderful experience we had with our amazing sales person. His name was Kevin , he went above and beyond. He quickly sent me pictures and the brochure on the hot tub we were looking at. I had some questions and he was very quick to answer them. Pure water was very organized with invoice, pickup and even follow up!
We did have a couple of questions when we got it up and running. We called but Kevin was unavailable however the other staff member also went above and beyond to ensure we had all the answers!
Amazing experience !!!

We bought an Artesian spa from Seth in June 2020 but, due to Covid-19 supply chain issues, it arrived at the shop in late December for delivery. We didn’t want to take delivery in the winter, and asked Purewater to wait until spring and they accommodated. Steph arrived on May 3 with his delivery crew, and the shed in my backyard posed a logistics challenge. Steph knew exactly what he was doing and was patient and clear with his directions to the team, and took great care with the tub. Steph’s easy going humor helped with a tough situation. Sarah has been fantastic with pre and post sales issues, very responsive. Finally, Carolyn was very quick with responding to questions regarding chemicals and treatment advice. All around a great team at Purewater!